Product Support Center of Excellence Agent

  • Job ID:

  • Pay rate range:

    $25 - $34
  • City:

  • State:

  • Duration:

    11/06/2022 - 03/06/2023
  • Job Type:

  • Job Description

    Our large Public Accounting client is seeking a team of PSCOE Agents to support their US operations.  These are 100% REMOTE contract roles that may extend or convert to full-time employment.

    The PSCOE Agent is a team player who works to first understand the customer's needs and then takes responsibility for resolving the issue while providing an excellent client experience. The Agent also handles non-technical requests, engaging the appropriate business teams to ensure resolution. As a contact for questions related to the product, the Agent has visibility to product roadmaps and influences the design of feature enhancements.

    Job Description:

    • Work with Shift Manager and team members to ensure all service level agreements and performance metrics are met.

    • Properly research, troubleshoot and resolve customer issues.

    • Maintain active communication with clients, providing functional and technical guidance to customers.

    • Contribute to ongoing improvement and expansion of product materials and technical documentation.

    • Maintain detailed records of customer interactions in the customer support system of record.

    • Sustain working knowledge of Grant Thornton products and technologies.



    • Positive, customer centric attitude

    • Excellent written and verbal communication skills

    • Excellent time management skills

    • Solution oriented problem solving skills

    • Proficiency with Microsoft Office 365 (Outlook, Word, Excel, PowerPoint) required

    • Experience with Microsoft Teams, SharePoint and OneDrive beneficial

    • Experience with Atlassian Jira Service Management and/or Confluence preferred

    • Flexibility to work night shift on a rotational basis (1 month out of 3)




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